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Reputation Management
A Marketing Tool
Jolene Sopalski
-What-Where-How
Reputation Management:
Overseeing the reputation of a business by:
-Addressing any negative issues
-Utilizing positive customer feedback
-Keep a positive reputation in the marketplace
What Is Reputation Management?
Go online to do additional research about products and services they are considering for purchase.
82% of consumers
Where are they looking online?
-Apartment Ratings-Yelp-Foursquare-Twitter-Google+-Facebook
80% of consumers say they have a changed
their mind about a purchase because of a negative review they
found online.
use social media to vent frustration about a company.
46% of internet users
Business owners must address any negative public
comments.
Don’t IgnoreThe Reviews
Tools to Track Your Online Reputation
-Google Alerts -Trackur
-Board Tracker-Brandseye
How you react is important to your online reputation success!
Listen
To what your customers are saying about your brand!
What is being said?What changes customers want?What are your strengths?What are your weaknesses?
Understand
ClarifyMake sure you
understand what your customers are
telling you.
ImplementMake changes to your business, employee training & products based on your customers feedback.
Build Loyalty by letting your customers know that they have been heard & that you have implemented their suggestions.
Feedback
Remember happy customers influence 9 others. Unsatisfied customers influence 17 others.
If you stay vigilant you ensure your business’ focus is
always on the positive & your positive
reputation will stay at the forefront.